DPS - IT - ETOC (Enterprise Technical Operations Center) Specialist - 0230

Texas A&M International; Austin (TX); On-site; USD 60,000 - 84,000; Full time

Job summary

Texas Department of Public Safety is seeking an IT-ETOC Specialist to deliver senior-level technical support for agency IT infrastructure, including LAN/WAN, host-integrated and wireless environments. The role requires strong incident triage, documentation, and security-conscious practices, with after-hours/weekend availability.

Three day-shift positions (7am–7pm) and one night-shift position (7pm–7am) are available, with potential telecommuting based on division needs.

Qualifications

• Education: High School Diploma/equivalent required.
• 3+ years experience supporting wireless networking management technology.
• 2+ years experience as a Service Desk technician for a large enterprise.
• Substitution: more work experience or related education may substitute for one another.

Responsibilities

• Triage and categorize incidents from internal staff and external LEAs from multiple channels.
• Provide timely status updates and resolution information to stakeholders.
• Monitor health, performance, and security of IT infrastructure and applications.
• Analyze system alerts and execute first-response procedures for restoration.
• Provide remote troubleshooting for desktop hardware, OS, and agency apps.
• Manage end-user account issues per security policies.
• Document all activities in ITSM ticketing system.

Skills

Wireless networking

Service Desk

ITSM

Remote troubleshooting

Security policies

Account management

Documentation

Communication

Prioritization

Analytical reasoning

Customer service

Education

High School Diploma/equivalent

CompTIA A+

Microsoft Certified Professional

Tools

CAPPS

SharePoint

Job description

DPS - IT - ETOC (Enterprise Technical Operations Center) Specialist - 0230

***3 positions are day shift: 7am-7pm fixed day shift that includes every other weekend and holidays.***

***1 position is night shift: 7pm-7am fixed night shift that includes every other weekend and holidays.***

PLEASE NOTE: All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

GENERAL DESCRIPTION: Perform highly complex (senior-level) technical support to agency employees and external end users requiring solutions to problems experienced in the use of computer-related hardware and/or software, including Local Area Networks (LAN), Wide Area Networks (WAN), host-integrated, networked, stand‑alone computer system environments and wireless technology utilizing multiple peripheral devices with varying model. Works under limited supervision with considerable latitude for the use of initiative and independent judgement.

The following Military Occupational Specialty codes are generally applicable to this position.

Applicants must fully complete the summary of experience to determine if minimum qualifications are met.

ESSENTIAL DUTIES / RESPONSIBILITIES:

1. 1. Triage and categorize incoming incidents and support requests from internal staff and external Law Enforcement agencies (LEAs) end users using multi-channel systems.
2. 2. Communicate timely and accurate status updates and resolution information to all stakeholders, adhering to established communication procedures.
3. 3. Monitor the health, performance, and security of the agency¿s IT infrastructure and applications using specialized centralized monitoring systems.
4. 4. Perform initial analysis of system alerts, determine potential business impact, and execute established first-response procedures for service restoration.
5. 5. Provide professional technical support and remote troubleshooting for desktop hardware, operating systems, and COTS/agency specific applications.
6. 6. Manage end-user account issues, including authentication and access control modifications, in accordance with security policies.
7. 7. Document all support activities, problem analysis, diagnosis, and resolution steps meticulously within the IT Service Management (ITSM) ticketing system.
8. 8. Attend work regularly and observe approved work hours in accordance with agency leave and attendance policies.
9. 9. Perform other duties as assigned.

GENERAL QUALIFICATIONS and REQUIREMENTS:

Education ¿ High School Diploma/equivalent is required.

Experience ¿ Minimum of three (3) years¿ experience performing support of problem resolution for wireless networking management technology. Minimum of two (2) years¿ experience as a Service Desk technician supporting a large enterprise.

Substitution Note: Additional work experience of the type described or other related education may be substituted for one another on a year-for-year basis.

Licensure and/or Certification ¿ If driving is required, must possess a valid driver license from state of residence. CompTIA A+, Microsoft Certified Professional, or equivalent is preferred.

Critical Organizational Infrastructure requirements ¿ This job may be responsible for conducting research on, working on, or having the ability to access critical organizational infrastructure; must be able to maintain the security and integrity of the infrastructure related to this role. Additionally, and more specifically, must not be employed by nor have any connection or continuous connections to any governmental entity or political apparatus of a country listed in 15 C.F.R. §791.4.

Regulatory knowledge ¿ Working knowledge of, or the ability to rapidly assimilate information related to TXDPS, State and Federal regulations, legislation, guidelines, policies and procedures.

Technology ¿ Proficiency with Microsoft Office and appropriate levels of proficiency with utilized software and systems (e.g. CAPPS, SharePoint) and be able to learn new software/systems.

Interpersonal Skills ¿ Must demonstrate an ability to exercise poise, tact, diplomacy and an ability to establish and maintain positive, working/professional relationships with internal/external customers. Must demonstrate DPS¿ core values: Integrity, Excellence, Accountability, and Teamwork.

Organizational and Prioritization Skills ¿ Must be organized, flexible, and able to effectively prioritize in a multi-demand and constantly changing environment; able to meet multiple and sometimes conflicting deadlines without sacrificing accuracy, timeliness or professionalism.

Presentation/Communication Skills ¿ Must be able to construct and deliver clear, concise, and professional presentations and/or communications to a variety of audiences and/or individuals.

Research and Comprehension ¿ Must demonstrate ability to quickly and efficiently access relevant information and be able to utilize and/or present research and conclusions in a clear and concise manner.

Analytical Reasoning/Attention to Detail ¿ Must demonstrate an ability to examine data/information, discern variations/similarities, and be able identify trends, relationships and causal factors, as well as grasp issues, draw accurate conclusions, and solve problems.

Confidentiality and Protected Information ¿ Must demonstrate an ability to responsibly handle sensitive and confidential information and situations and adhere to applicable laws/statutes/policies related to access, maintenance and dissemination of information.

Safety ¿ Must be able to work in safe manner at all times, avoiding shortcuts that have potential adverse results/risks, and must be able to comply with safety standards and best practices.

Schedule and Travel ¿ Availability for after-hours and weekend work is required. This position may have the ability to telecommute based on the needs of the division/agency.

PHYSICAL and/or ENVIRONMENTAL DEMANDS:

The physical and environmental demands described here are representative of those encountered and/or necessary for the employee to successfully perform the essential functions of this job; reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

¿ Environment: Office/Indoors
¿ Ambulatory skills, e.g. stand, walk, sit;
¿ Hand-eye coordination and arm/hand/finger dexterity;
¿ Ability to speak, hear, and exercise visual acuity;
¿ Ability to transfer weights of up to twenty-five (25) pounds anticipated for this position;
¿ Driving requirements: None.

Current DPS employees who submit applications for posted DPS positions shall notify their immediate supervisor in writing.

A DPS employee who is selected for a position in the same salary group and state title as their current position will be transferred with no salary change.

A DPS employee who is selected for a position in their current salary group with a new state title may receive an increase of no more than 3.4% over their current salary regardless of posted salary.

Salary is contingent upon qualifications and is subject to salary administration and budgetary restrictions.

DUE TO THE HIGH VOLUME OF APPLICATIONS, WE DO NOT ACCEPT TELEPHONE CALLS. ONLY CANDIDATES SELECTED FOR INTERVIEW WILL BE CONTACTED.

State of Texas retirees may be rehired for full-time, non-commissioned positions only under very specific circumstances.